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patio11's profile
Patrick McKenzie
Patrick McKenzie
Patrick McKenzie
@patio11

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Patrick McKenzie

@patio11

I work for the Internet, at @stripe, mostly on accelerating startups. Opinions here are my own.

東京都 Tokyo
kalzumeus.com
Joined February 2009

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    1. Patrick McKenzie‏ @patio11 3 Feb 2019
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      One of the fundamental challenges of customer service, particularly as the happy path in automated, is that the probability of someone having a good day *conditional on them being in a conversation with you* is low. "Their" days get worse as you get better at the business.

      4 replies 25 retweets 136 likes
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    2. Patrick McKenzie‏ @patio11 3 Feb 2019
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      This is so non-obvious and conditional probability is so hard for people to reason about that I think this needs an example: I want you to think about how many transactions you've had involving a payment at a bank. Thousands, right? Now think about all your calls with banks.

      3 replies 1 retweet 28 likes
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    3. Patrick McKenzie‏ @patio11 3 Feb 2019
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      Your call never starts with "Hello, calling to inquire about that transaction I had using my credit card with a diner recently. Everything went perfectly and the sandwich was good. Have a nice day, toodles." And you're rarely thrilled at the end of the call, either.

      1 reply 2 retweets 32 likes
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      Patrick McKenzie‏ @patio11 3 Feb 2019
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      This phenomenon has two concrete consequences for business: 1) You're going to be encouraged by substantially everyone to let customers heavily influence your product development but *the customers who talk to you are not necessarily representative.* 2) Hug your CS team.

      1:22 PM - 3 Feb 2019
      • 11 Retweets
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      • nerflad ParkerBond useDistancing(6) Yishi Zuo Nitin Goyal (Please wear a Mask!) Matt Bochneak Dave Branson Smith Sam Grover Ry4an Brase John-Mark Gurney 🗑️🔥
      2 replies 11 retweets 108 likes
        1. Brian C McDonald‏ @BrianCMcDonald 3 Feb 2019
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          Replying to @patio11

          *the customers who talk to you are not necessarily representative.* So true, and this is why customer research is so important. You have to go to them to get accurate insights.

          0 replies 0 retweets 2 likes
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        1. Steven Klaiber-Noble‏ @snoble 4 Feb 2019
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          Replying to @patio11

          a UX researcher once told me that guiding product design by only talking to customers by way of support is like doing city planning after only talking to patients in the local emergency departments. Their needs and priorities are going to be skewed

          0 replies 0 retweets 1 like
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